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Insurance & Expert Support
for your new phone
The expert service partner for
Breakdown
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Theft & Loss
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Damage
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Mobile
Complete
policy booklet
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Protecting your
new mobile
Say hello to Team Knowhow Mobile Complete, giving you Insurance and
Expert Support for your new phone. There’s no need to worry if it’s damaged,
lost or stolen. We’ll sort everything out for you and have you back up and
running in no time.
Our promises
1. A simple and easy claims process
We aim to make claims decisions quickly without the need
for paperwork
2. Replacement mobile phone delivered the next working day
To get you back up and running quickly, we replace and deliver 9 out of
10 mobile phones the next working day. This is following acceptance of
your claim and payment of your excess before 5pm
3. Expert Support 24/7, 365 days a year
We’re here around the clock to provide help and Expert Support
Independently rated 5 star
Team Knowhow Mobile Complete has a 5 Star Rating from Defaqto, the
independent researcher of financial products. This means we offer one of the
highest quality offerings in the market.
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Team Knowhow Mobile Complete
Insurance Mobile Complete
Replacement Period – Next working day or better
(Next working day replacement upon acceptance of
claim and payment of excess before 5pm)*
Damage
Breakdown (outside of warranty)
Theft
Loss
Accessories
£300
Worldwide cover
Expert Support
Telephone support
Remote assistance.
Compatibility and functions are dependent on
operating system, mobile and connection.
Mobile Complete covers your phone against damage, breakdown, theft and
accidental loss, both for the phone itself, and for the accessories worth up to £300.
We also provide 24/7 Expert Support to help with all your technical queries
and issues.
* Working days are Monday to Friday excluding bank holidays. Our replacement phones are grade A refurbished models with a
12 month Team Knowhow warranty.
Mobile Complete
protection plan
However, there are some exceptions, so please refer to page 6 and the full terms
and conditions on pages 9-15 for further information.
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Your premium band and excess amounts are based on which band your phone
falls into. These bands are based on the type of phone you have.
Ask us about multi insurance discount
Ask us about policy discounts that may be available to you when you purchase
two or more Mobile Complete protection plans at the same time.
Simply call one of our experts on 0800 049 0221
or +44 1133 181 518 if calling from abroad.
Pricing
Product category Band
Monthly
premium
Annual
premium
Excess
Team Knowhow
Mobile Complete
1 - £15 £10
2 £5 £25 £20
3 £7 £40 £30
4 £8 £70 £30
5 £9 £100 £40
6 £10 £110 £50
7 £12 £130 £50
8 £13 £150 £60
9 £14 £160 £60
10 £15 £170 £70
11 £16 £180 £80
12 £17 £190 £100
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Key areas we cover
Damage to your phone, including liquid damage,
that affects how the phone works
Theft
Loss
Breakdown of your phone after the manufacturer’s or
Team Knowhow warranty expires
Cover for accessories purchased from Carphone Warehouse
that are stolen, lost or damaged at the same time as your
phone up to £300
Worldwide cover
24/7 Expert Support and advice over the phone
to help with set up, customisation and sync, consultation, data
transfer and troubleshooting
Expert Support also in store at over 100 locations nationwide.
Visit our Team Knowhow website to find a Service Centre
near you
Remote assistance - our experts can link to your smartphone
to fix problems. Compatibility and functions are dependent on
operating system, mobile and connection.
Once you take out Team Knowhow Mobile Complete insurance policy and Expert
Support you’re covered for:
However, there are some exceptions, so please refer to page 6 and the full
terms and conditions on pages 9-15 for further information.
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Key areas we do not cover
Please see below for what’s not included in your Team Knowhow Mobile
Complete insurance policy.
Other exclusions apply; please refer to the insurance terms and conditions
on pages 9-13 for full details.
Any claim for theft or loss that occurs whilst the user has
deliberately left the phone unattended and unsecured
Any claim for theft from an unattended vehicle, unless the
vehicle was locked and the phone concealed from view
The excess you need to pay towards any claim
(no excess on breakdown)
Any claim when you have not paid your premiums
Any claim for unauthorised use.
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Visit
Find your nearest
Carphone Warehouse at
www.carphonewarehouse.
com/storelocator
Call
To speak to us, call us on
0800 049 0221 or
+44 1133 181 518
if calling from abroad.
Lines are open 8am-8pm
Monday to Friday,
9am-6pm on Saturday and
10am-5pm on Sunday
Online
Visit us online at
www.teamknowhow.com/
insurance/contact
Theft & Loss
Report the theft or loss to your
network as soon as possible.
For theft claims, obtain a Crime
Reference Number by reporting
it to the police.
Damage
Team Knowhow are here
to assess the level of damage
to your phone.
Breakdown
Breakdown cover only applies if
the manufacturer’s or
Team Knowhow
warranty has expired.
24/7
Expert Support
Visit selected stores or
call us day or night
Over 100
locations
nationwide
Keep in Touch
To make sure you have the cover you need, please let us know if you change or sell
your phone, if you change your address or bank details, or if you no longer require
cover. Full information on changes we need to know about and cancelling your
policy can be found on page 11.
If you decide you’d like to end your policy, please contact us, and one of our experts
will be happy to help you.
Getting support
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The full terms and conditions for your
insurance policy can be found on pages
9-13 of this booklet. For Expert Support
terms and conditions, please refer to
pages 14-15. Remember you have 30
days from purchasing your new phone
from Carphone Warehouse in which
to take out a Team Knowhow Mobile
Complete protection plan.
Making a claim
If you need to make a claim, simply
visit any Carphone Warehouse store
– you’ll nd the nearest one to you
at www.carphonewarehouse.com/
storelocator.
Alternatively, phone the UK call centre
on 0800 049 0221 or +44 1133 181 518
if calling from abroad*, between 8am-
8pm Monday to Friday, 9am-6pm on
Saturday and 10am-5pm on Sunday for
help with your claim.
Making a complaint
If you are unhappy with any aspect of
the handling of your insurance, in the
rst instance please call 0800 049
0221 or +44 1133 181 518 if calling from
abroad*. Alternatively, please contact us
either via the Team Knowhow website at
www.TeamKnowhow.com/insurance/
contact or in writing addressed to Team
Knowhow, PO Box 358, Southampton
SO30 2PJ.
If you have complained and you are
dissatised with the nal decision, you
may refer the matter to the Financial
Ombudsman Service. Following the
complaints procedure does not aect
your right to take legal action. For full
details on our complaints procedure
see page 13.
Changes to this agreement
During your period of cover, we may make
changes to your premium, policy cover or
terms and conditions of insurance. If we
decide to make such a change, we will
always write to you 30 days in advance.
For full details, including reasons why we
may make a change see page 11.
Large print, audio and braille
This protection plan and other associated
documentation are also available in large
print, audio and braille. If you require any of
these formats please call 0800 049 0221.
* Calls to 0800 numbers are free from any UK line
including a mobile. Calls may be recorded and/or
monitored. Prices of calls to either number will incur
roaming charges if calling from abroad. Check with
your operator for details.
Helpful information at a glance
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Things you must do
1. Pay your premiums on time.
2. Take reasonable care to protect your phone and its accessories from being damaged, lost or stolen.
When you take out your Team Knowhow Mobile product you
enter into two agreements: one with Aviva for your insurance
policy and one with Carphone Warehouse for Team Knowhow
Expert Support. If one of these agreements is terminated, the
other will be terminated automatically. Where cancellation
periods shown in the Insurance terms and conditions dier from
the cancellation period shown in the Expert Support terms and
conditions, the longer period of cancellation shall apply.
Carphone Warehouse only oers products from Aviva and is an
Insurance Intermediary acting on behalf of the insurer.
Your Insurance Policy
These are the terms and conditions of your Team Knowhow
Mobile Complete Insurance. In them you will nd full details of
what is covered, what is not covered and the limits and
conditions that apply.
Excess
This is the amount you need to pay towards any type of
successful claim except breakdown and is shown on your Mobile
Complete certicate. We’ll collect the payment after your claim
has been accepted and before your claim is settled.
Contract of Insurance
These terms and conditions and your Team Knowhow Mobile
Complete certicate form the contract of insurance between you
and us. Please read them and keep them safe. In return for you
paying your premiums, we will provide cover for the phone
shown on your Mobile Complete certicate, providing you
remain the owner or the lessee under a Carphone Warehouse
Flexible Leasing contract, and anyone using the phone complies
with these terms and conditions.
Eligibility
To be eligible for Team Knowhow insurance you, the person
named on the certicate, must be:
a. resident in the UK; and
b. aged 16 years or over
Period of cover
Cover begins on the start date shown on your Mobile Complete
certicate. If you pay your premium monthly, cover will continue
on a monthly basis, for a maximum of 5 years, unless it is
cancelled by you or us before then. If you pay your premium
annually, cover will continue for a period of 12 months from the
start date. You will have the option to renew your policy each
year, subject to a maximum term of 5 years, unless it is cancelled
by you or us before then.
Please contact us if you cancel your airtime contract with your
network provider or, if your phone is leased, your Flexible Leasing
contract ends, as your Team Knowhow policy will not be
cancelled automatically.
If we repair or replace your phone, cover will continue on the
same basis as prior to the repair or replacement, unless we
decide to cancel the cover as described in the ‘Cancellation of
your policy by us’ section.
If at our discretion we settle your claim in cash, we will not be able
to continue cover for a replacement device purchased by you,
and the policy will be cancelled with eect from the date of the
incident which gave rise to the claim.
Insurance Terms & Conditions
Team Knowhow Mobile Complete
What we’ll cover
We will, at our discretion, either replace or repair your phone in
the event of:
• damage - sudden and unexpected damage that aects how
the phone works;
• breakdown - failure due to an internal hardware fault
happening after the date the manufacturer’s or Team
Knowhow warranty expires;
• accidental loss;
• theft.
We will pay up to £300 for:
Standard accessories supplied with your phone and/or any
case, charger, screen protector and/or memory card
purchased from The Carphone Warehouse to be used
specically with your phone, if:
a. you make a successful claim for your phone and the
accessories were aected during the same incident; or
b. we replace your phone with a dierent make or model and
you can no longer use them.
The replacement phones we provide are refurbished models
with a Team Knowhow Warranty provided by The Carphone
Warehouse.
Cover applies worldwide providing you remain a UK resident.
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We won’t cover
1. Theft from an unattended vehicle unless the vehicle was
locked and the phone concealed from view.
2. Any claim for theft or loss that occurs whilst the user has
deliberately left the phone unattended and unsecured.
a. By unattended, we mean the phone is left out of arm’s
reach, with no one trusted by the user taking care of it.
b. By unsecured we mean the phone is left in a place where it
can be easily picked up by a person the user does not know
without them having to use force and/or violence, except:
- where the phone is in the private residence of the user
or somebody known to the user, whilst the user is also
present in that private residence at the time; or
- where the phone is in the workplace of the user and the
user has taken reasonable steps to ensure the phone is
not in plain sight.
3. Any incident caused intentionally by you.
4. Any incident that occurred before the start date of this policy
as shown on your Mobile Complete certicate.
5. Any breakdown that is covered by the manufacturer’s or
Team Knowhow warranty, or a claim resulting from a
manufacturer’s defect or recall of the phone.
6. Any claim due to modication, maintenance, repairs and/or
any process of cleaning and/or restoring.
7. Cosmetic enhancements you’ve made to your phone, for
example plating or embellishment with precious metals,
stones or crystals.
8. Stored information, including (but not limited to) any data,
downloads, videos, music and applications and any costs
relating to the retrieval of data.
9. Non-hardware problems, e.g. software problems, data
downloads and malware such as viruses, worms, spyware,
adware or Trojan Horses.
10. Any charges from your network provider in the event of
unauthorised calls, messages, data use or downloads.
11. Any nancial loss resulting from your phone being used with
or without your consent, e.g. to access your bank account,
mobile wallet or similar, and/or make purchases.
12. Any incident caused by a government body or other authority
conscating your phone.
13. Any consequence whatsoever which is the direct or indirect
result of any of the following, or anything connected with any
of the following, whether or not such consequence has been
contributed to by any other cause or event:
a. War: Any war, invasion, act of foreign enemy, hostilities or a
warlike operation or operations (whether war be declared
or not), civil war, mutiny, rebellion, revolution, military rising,
insurrection, civil commotion, assuming the proportions of
or amounting to an uprising, military or usurped power;
b. Terrorism;
c. Any action taken in controlling, suppressing or in any way
relating to war or terrorism.
Making a claim
1. To claim for damage or breakdown, please bring your phone to
a Carphone Warehouse store so we can assess it and arrange a
repair or replacement. If you are unable to bring your phone into
a store please call us on 0800 049 0221. If the incident
happens outside the UK, we will not be able to deal with your
claim until the phone is in the UK and available for assessment.
2. To claim for loss or theft, call into any Carphone Warehouse
store, visit www.teamknowhow.com/insurance/contact or call
0800 049 0221. Replacement phones will only be sent to UK
addresses.
3. If your phone has been lost or stolen we will need verication
from your network provider that the phone has been blocked.
We recommend you contact them as soon as possible as this
will also limit any charges you may incur for unauthorised use.
Please speak to your network provider for more details about
charges you may incur.
4. If your phone has been stolen, you must report it to the police,
and request a crime reference number (CRN) before your claim
is submitted. You will be required to provide the CRN to
substantiate your claim. If you cannot obtain a CRN, please call
us on 0800 049 0221.
5. You should make any claim as soon as possible.
6. For damage and breakdown claims, if your phone is security
protected, you will need to remove this protection before we
can process your claim. E.g. Activation Lock on iPhones.
7. Where we accept your claim, we will at our discretion either
provide a repair to your existing handset or replace your phone.
If it is not possible to replace your phone with the same make
and model as your original phone we will provide an alternative
phone determined by us that may be a dierent colour or
model, or be made by a dierent manufacturer. This may mean
the features and functions will dier, but the replacement will be
of a similar specication to your original phone. In the event that
we’re unable to source a suitable replacement we will, at our
sole discretion, make a settlement in cash based upon the cost
of a like-for-like replacement.
8. Replacement phones will not include any stored information
you added to your original phone, including (but not limited to)
any data, downloads, videos, music or applications. This may
also apply if your phone is repaired.
9. Our replacement phones are refurbished models which come
with a Team Knowhow warranty provided by the Carphone
Warehouse. The Team Knowhow warranty will match either the
period of time you had left on your original phone’s
manufacturer’s warranty or 12 months, whichever is greater.
Cover for breakdown under your insurance policy will resume
when the Team Knowhow warranty expires. For further
information about the Team Knowhow warranty including how
to make a claim on the warranty, please see the Expert Support
terms and conditions.
10. You may be required to provide information, documents or
receipts reasonably necessary to support and/or verify your
claim.
11. If, at the time of an incident, there is any other insurance
covering the same loss, we are entitled to approach that insurer
for a contribution.
12. Once we have settled your claim, the original phone will
become our property. Where a lost or stolen phone is
recovered you may keep the replacement phone we provided
you with, but the recovered phone must be returned to us.
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Changes we need to know about
You must take reasonable care to provide complete and accurate
answers to any questions we ask when you take out or make
changes to your policy.
You must tell us about the following changes:
a. you no longer own or lease the phone;
b. the phone has been replaced under the manufacturer’s
warranty. In this case, please provide us with proof of the
replacement, including the new IMEI number, from the
manufacturer;
c. you are no longer a UK resident;
d. you change your mobile phone number;
e. you change your home or email address;
f. you change your bank details (if you pay monthly).
If the information provided by you is not complete and accurate
we may cancel your policy immediately and/or refuse to pay a
claim. If you do not inform us about a change it may aect any
claim you make.
Changes we may make to this agreement
After taking a fair and reasonable view and no more than once in
any 12 month period, we may make changes to your premium,
policy cover and/or terms and conditions of insurance, to:
a. reect changes in our expectation of the future cost of
providing cover;
b. reect changes (aecting us or your policy) in the law or
regulation, or the interpretation of law or regulation or
changes in taxation;
c. reect decisions or recommendations of an ombudsman,
regulator or similar person, or any code of practice, with
which we intend to comply;
d. make them clearer and fairer to you or to rectify any mistakes
that may be discovered in due course.
Your premiums may go up or down but will not recover past
expenses.
If you pay annually, we will notify you of any changes we are
making to your policy when we contact you at renewal of your
policy. Changes will become eective from your renewal date.
If you pay monthly any change made under this section will be
notied to you in writing at least 30 days in advance. You are free
to cancel your policy in accordance with the ‘Cancellation of your
policy by you’ section.
Cancellation of your policy by you
1. If you cancel within the rst 14 days you will receive a full refund
of premiums paid (unless you have made a claim).
2. If you have made a claim or you wish to cancel after the rst 14
days, you can cancel your policy from the end of any insured
month, by giving notice that you wish to cancel before the end
of that month.
The insured month is the month beginning on the date your
policy starts and ending on the same date of the following
month, and each subsequent month after that.
You will be entitled to a proportionate refund, calculated on the
number of unexpired, insured months remaining for which you
have paid.
3. If you no longer wish to insure the phone named on your
certicate you can provide notice to cancel your policy by
calling 0800 049 0221 or by writing to us at Team Knowhow,
PO Box 358, Southampton SO30 2PJ, or online at www.
teamknowhow.com/insurance/contact
4. Alternatively you can visit any Carphone Warehouse store
where one of our experts will be happy to help you.
Cancellation of your policy by us
1. We (or any agent we appoint and who acts with our specic
authority) may also cancel this policy for any valid reason. Valid
reasons include, but are not limited to:
a. Where a premium is not paid on time (as required in ‘things
you must do 1’). If this happens we will contact you by letter
or email to notify you of this. If the payment is not received
within 14 days from the date of the letter we will cancel your
policy from the date the premium was due without the need
for us to give any further notice to you. We may, at our
discretion, allow this policy to resume where a payment is
made after this 14 day period, but we are under no
obligation to do so.
b. If you use your phone to commit a crime or to allow any
crime to take place we will cancel your policy immediately
and notify you of this in writing.
c. Where we reasonably suspect fraud or where you have failed
to provide us with complete and accurate information as
required by the Changes we need to know about section we
may refuse any claim and cancel your policy immediately.
Where your actions are deliberate or reckless you will not be
entitled to a refund. We may also take legal action against
you.
d. If we replace your phone following a claim, we may, after
considering your previous claims history, including:
• Number of claims
• Frequency of claims occurrence
• Circumstances of the claims, including taking reasonable
care to protect your phone from theft, loss or damage decide
that we are not willing to continue providing cover in respect
of the replacement phone. If this happens we will notify you in
writing.
2. Unless otherwise stated above, if we cancel your policy we will
give at least 30 days written notice to the last known home or
email address you have provided to us.
3. Unless otherwise stated above, if we cancel your policy you will
be entitled to a proportionate refund of the premium you have
paid based upon the number of unexpired insured months
remaining on the policy for which you have paid.
Changes to your policy
Cancelling your policy
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Fraud
If we have reasonable grounds to believe that your claim is in
any way dishonest or exaggerated we may cancel your policy
immediately and not pay any benet or return any premium to
you. We may also take legal action against you.
Use of Language
Unless otherwise agreed, the contractual terms and conditions
and other information relating to this contract will be in English.
Choice of Law
The law of England and Wales will apply to the contract
unless at the date of the contract you are a resident of
Scotland or Northern Ireland, in which case the law of that
country will apply.
Telephone Call Recording and Charges
1. For our joint protection telephone calls may be recorded
and/or monitored.
2. Calls to 0800 telephone numbers are free of charge from
any UK line, including a mobile. The costs of calls to 03
prexed numbers are charged at national call rates
(charges may vary dependent on your network provider)
and are usually included in inclusive minute plans from
landlines and mobiles.
Data Protection – Privacy Notice
Personal Information
The data controller responsible for this personal information is
Aviva Insurance Limited as the insurer of the product.
Additional controllers include Carphone Warehouse Limited,
who are responsible for the sale and distribution of the
product, and any applicable insurers, reinsurers or brokers we
use.
The Insurer collects and uses personal information about you
so that we can provide you with a policy that suits your
insurance needs. This notice explains the most important
aspects of how we use your information but you can get more
information about the terms we use and view our full privacy
policy at www.aviva.co.uk/privacypolicy or request a copy by
writing to us at Aviva, Freepost, Mailing Exclusion Team, Unit 5,
Wanlip Road Ind Est, Syston, Leicester LE7 1PD.
Personal information we collect and how we use it
The Insurer will use personal information collected from you
and obtained from other sources:
• to provide you with insurance: we need this to decide if we
can oer insurance to you and if so on what terms and also
to administer your policy, handle any claims and manage
any renewal,
• to support legitimate interests that we have as a business.
We need this to:
• manage arrangements we have with our insurers,
reinsurers and brokers we use, and for the detection and
prevention of fraud,
• help us better understand our customers and improve
our customer engagement. This includes proling and
customer analytics which allows us to make certain
predictions and assumptions about your interests, make
correlations about our customers to improve our
products and to suggest other products which may be
relevant or of interest to customers,
• to meet any applicable legal or regulatory obligations: we
need this to meet compliance requirements with our
regulators (e.g. Financial Conduct Authority), to comply
with law enforcement and to manage legal claims, and
• to carry out other activities that are in the public interest:
for example we may need to use personal information to
carry out anti-money laundering checks.
We may also use personal information about other people, for
example family members you wish to insure on a policy. If you
are providing information about another person we expect
you to ensure that they know you are doing so. You might
nd it helpful to show them this privacy notice.
The personal information we collect and use will include name,
address, date of birth, contact, nancial information and details
of the device. If a claim is made we will also collect personal
information about the claim from you and any relevant third
parties. We may also need to ask for details relating to the
health or any unspent oences or criminal convictions of you or
somebody else covered under the policy. We recognise that
information about health and oences or criminal convictions
is particularly sensitive information. We’ll ensure that we only
use that information where we need to for our insurance
purposes (including assessing the terms of your insurance
contract, dealing with changes to your policy and/or dealing
with claims.
There may be times when we need consent to use personal
information for a specic reason. If this happens we will make
this clear to you at the time. If you give us consent to using
personal information, you are free to withdraw this at any time
by contacting us – refer to the “Contacting us” details below.
Please note that if consent to use this information is withdrawn
we will not be able to continue to process the information you
gave us for this/these purposes(s). This would not aect our
use of the information where consent is not required.
Of course, you don’t have to provide us with any personal
information, but if you don’t provide the information we need
we may not be able to proceed with your application or any
claim you make.
Some of the information we use as part of this application may
be provided to us by a third party. This may include information
already held about you within the Aviva group, including details
from previous quotes and claims, information we obtain from
publicly available records, our trusted third parties and from
industry databases, including fraud prevention agencies and
databases.
Credit Reference Agency Searches
To ensure the Insurer has the necessary facts to assess your
insurance risk, verify your identity, help prevent fraud and
provide you with our best premium and payment options, the
Insurer may need to obtain information relating to you at
quotation, renewal and in certain circumstances where policy
amendments are requested. The Insurer or their agents may:
• undertake checks against publicly available information
(such as electoral roll, county court judgments, bankruptcy
orders or repossessions). Similar checks may be made
when assessing claims.
The identity of our Credit Reference Agency and the ways in
which they use and share personal information, are explained
in more detail at www.transunion.co.uk/crain.
Automated decision making
We carry out automated decision making to decide whether
we can provide insurance to you and on what terms. In
particular, we use an automated underwriting engine to
process the personal information you provide as part of this
application process. This will include information such as your,
age, address and details of the device you wish to insure. The
automated engine may validate the information you provide
against other records we hold about you in our systems and
third party databases, including public databases. We may
also supplement the information you provide us with
information from third parties (including Carphone Warehouse)
who can provide more information about you or your device.
We do this to calculate the insurance risk and how much the
cover will cost you. Without this information we are unable to
provide a price that is relevant to your individual circumstances
and needs. We regularly check the way our underwriting engine
works to ensure we are being fair to our customers. After the
General information
13
automatic decision has been made, you have the right to
speak to someone from Aviva who may review the decision
and provide a more detailed explanation. If you wish to invoke
this right please contact us at [email protected] or call us on
0800 049 0221.
How we share your personal information with others
We may share your personal information:
• with the Aviva group, our agents and third parties who
provide services to us and other insurers (either directly or
via those acting for the insurer such as loss adjusters or
investigators) to help us administer our products and
services,
• with regulatory bodies and law enforcement bodies,
including the police, e.g. if we are required to do so to
comply with a relevant legal or regulatory obligation,
• with other organisations including insurers, public bodies
and the police (either directly or using shared databases)
for fraud prevention and detection purposes, for example
the IMEI Blacklist following a successful claim for the theft
or loss of the insured device.
• with reinsurers who provide reinsurance services to Aviva
and for each other in respect of risks underwritten by Aviva,
with insurers who cover Aviva under its group insurance
policies and with our brokers who arrange and manage
such reinsurance and insurance arrangements. They will
use your data to decide whether to provide reinsurance
and insurance cover, arrange and manage such cover,
assess and deal with reinsurance and insurance claims
under such cover and to meet legal obligations. They will
keep your data for the period necessary for these
purposes and may need to disclose it to other companies
within their group, their agents and third party service
providers, law enforcement and regulatory bodies.
Some of the organisations we share information with may be
located outside of the European Economic Area (“EEA”). We’ll
always take steps to ensure that any transfer of information
outside of Europe is carefully managed to protect your privacy
rights. For more information on this please see our Privacy
Policy or contact us.
How long we keep your personal information for
We will keep your information for as long as you are a customer.
We maintain a retention policy to ensure we only keep personal
information for as long as we reasonably need it for the
purposes explained in this notice. We need to keep information
for the period necessary to administer your insurance and deal
with claims and queries on your policy. We may also need to
keep information after our relationship with you has ended, for
example to ensure we have an accurate record in the event of
any complaints or challenges, carry out relevant fraud checks,
or where we are required to do so for legal, regulatory or tax
purposes.
Your rights
You have various rights in relation to your personal information,
including the right to request access to your personal
information, correct any mistakes on our records, erase or
restrict records where they are no longer required, object to
use of personal information based on legitimate business
interests, ask not to be subject to automated decision making
if the decision produces legal or other signicant eects on
you, and data portability. For more details in relation to your
rights, including how to exercise them, please see our full
privacy policy or contact us – refer to the “Contacting us”
details below.
Contacting us
If you have any questions about how we use personal
information, or if you want to exercise your rights stated above,
please contact our Data Protection team by either emailing
them at [email protected] or writing to the Data Protection
Ocer, Level 5, Pitheavlis, Perth PH2 0NH.
Or contact Carphone Warehouse Limited by either calling
them at 0800 049 0221 or writing to them at Team Knowhow,
PO Box 358, Southampton, SO30 2PJ.
If you have a complaint or concern about how we use your
personal information, please contact us in the rst instance
and we will attempt to resolve the issue as soon as possible.
You also have the right to lodge a complaint with the
Information Commissioner’s Oce at any time.
Status Disclosure
Carphone Warehouse only oers products from Aviva and is an
Insurance Intermediary acting on behalf of the insurer. Team
Knowhow insurance policies are underwritten by Aviva
Insurance Limited and arranged and administered by The
Carphone Warehouse Limited (CPW). Aviva Insurance Limited
is authorised by the Prudential Regulation Authority and
regulated by the Financial Conduct Authority and the
Prudential Regulation Authority. CPW carries on regulated and
unregulated business. CPW is authorised and regulated by the
Financial Conduct Authority in respect of its regulated
business. CPW is not regulated in relation to the sale of this
policy. Aviva is regulated in relation to the product and
post-sale activities, including complaints, claims and
administration. Full details of the regulatory status of these
companies can be found at www.fca.org.uk.
Complaints
Our Promise of Service
Our goal is to give excellent service to all our customers but we
recognise that things do go wrong occasionally. We take all
complaints we receive seriously and aim to resolve all our
customers’ problems promptly. To ensure that we provide the
kind of service you expect we welcome your feedback.
We will record and analyse your complaint to make sure that we
continually improve the service we oer.
What will happen if you make a complaint
a. We will acknowledge your complaint promptly.
b. We aim to resolve all complaints as quickly as possible.
Most of our customers’ concerns can be resolved quickly but
occasionally more detailed enquiries are needed. If this is likely,
we will contact you with an update within 14 working days
(Monday to Friday, excluding Bank Holidays) of receipt and
give you an expected date of response.
What to do if you are unhappy
If you are unhappy with any aspect of the handling of your
insurance we would encourage you, in the rst instance, to
seek resolution by contacting us on 0800 049 0221, or in
writing either via the Team Knowhow website at www.
teamknowhow.com/insurance/contact or by letter addressed
to Team Knowhow, PO Box 358, Southampton SO30 2PJ.
If you are unhappy with the outcome of your complaint you may
refer the matter to the Financial Ombudsman Service at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123.
Or simply log on to their website at www.nancial-ombudsman.
org.uk.
Whilst we are bound by the decision of the Financial
Ombudsman Service, you are not. Following the complaints
procedure does not aect your right to take legal action.
Financial Services Compensation Scheme
We are members of the Financial Services Compensation
Scheme (FSCS). You may be entitled to compensation from
this scheme if we cannot meet our obligations, depending on
the type of insurance and the circumstances of your claim.
Further information about the scheme is available from the
FSCS website www.fscs.org.uk, or write to Financial Services
Compensation Scheme, PO Box 300, Mitcheldean, GL17 1DY.
14
These Conditions apply in addition to the terms and conditions for your Insurance Policy. If these Conditions are cancelled or
terminated for any reason whatsoever, your Insurance Policy shall also automatically be cancelled or terminated (as applicable).
Similarly, if your Insurance Policy is cancelled or terminated for any reason whatsoever, these Conditions shall also automatically
be cancelled or terminated.
Expert Support includes:
24/7 Freephone support for Mobile Phones.
Remote access to your device so a Team Knowhow expert can
diagnose the problem and either resolve the problem or provide
advice on how to do so.
If you need to speak to your Expert Support call us on
0800 049 0221.
Remote Services
A broadband Internet connection is required to perform the
remote service.
Whilst our Team Knowhow experts will use reasonable skill
and care to resolve the problems you have referred to us, in
an event where we may not be able to correct your problem
using our remote support service, we will discuss alternative
resolution methods.
Software Licences
Any software patches, upgrades or xes applied to your system
by our experts during the remote service, are licensed to you, by
us or the relevant third party licensors for your own personal and
non-commercial use only, unless otherwise stated. The licensor
retains all copyright and other intellectual property rights on
such software.
Sensitive Information
To allow us to perform the services you must permit us with
access to the les held on your device, however, we will not
access or read any of the following:
1. My Document Folder
2. Your Internet History
3. Your recent documents list, or,
4. Your Internet Cache.
Any personal information held on your device which is accessed
or read by our Team Knowhow experts will be kept strictly
condential.
If whilst performing the service our experts are exposed to any
illegal material, it is our civic and legal responsibility to report
such ndings to the appropriate authorities. Any disclosure
under these circumstances will not be a breach of our
condentiality.
What’s not included:
• Remote access for business customers
• File servers including operating systems
• Domain and active directory based networks
• File private network (VPN) and wide area networks (WAN)
• Multisubnet networks
• Complex rewall congurations
• Corporate infrastructure hardware
• Accounting Software
Important Information
Expert Support has no usage limit; however, we do operate a fair
usage policy. We reserve the right to raise additional charges if
we believe the service is being used for business purposes or if
we believe you are failing to take the appropriate steps to
safeguard your system.
Freephone number is available from all BT landlines only.
We cannot be responsible or liable to you in relation to any
service regarding:
• Loss or corruption of data or records.
• Any failure by you to follow our reasonable advice,
recommendations or instructions.
• You must take all reasonable precautions to protect your
product from damage caused by viruses. To prevent such
damage we strongly recommend that you keep all operating
systems and anti-virus software up to date.
• Any loss that is not reasonably foreseeable.
Unless agreed dierently with you in writing the language of this
Expert Support Agreement and all communications relating to it
will be in English and all aspects of the Expert Support
Agreement, including negotiation and performance, are subject
to English Law and the decisions of English Courts.
To perform this Expert Support service, we will require your
address, email address and a contact telephone number which
can accept incoming calls.
If your software is or appears to be unlicensed we cannot provide
the Expert Support service.
We will use our best eorts to minimise disruption to your
system, however, we cannot be responsible for any unforeseen
consequences of our services.
How to contact us
Just ask: Any of our sta in store
Just call: 0800 049 0221 for Customer Service or Expert Support
Just visit: www.teamknowhow.com/insurance/contact
Just write:
Team Knowhow Customer Services
PO Box 358
Southampton SO30 2PJ
If you require Expert Support literature in an alternative format
such as Braille, audio cassette or large print, please contact
Expert Support Customer Services on 0800 049 0221.
Team Knowhow Warranty
Where a replacement phone is provided following a successful
insurance claim, the replacement phone will come with a Team
Knowhow warranty. The Team Knowhow warranty will match
either the period of time you had left on your original phone’s
manufacturer’s warranty or 12 months, whichever is greater.
In the unlikely event that the replacement phone you receive
breaks down within this warranty period, Team Knowhow will
repair the phone under the warranty. To make a claim for a
Team Knowhow warranty please bring your phone to a
Carphone Warehouse store.
To nd your nearest Carphone Warehouse visit us at:
www.carphonewarehouse.com/storelocator.
Our liability to you
If we fail to comply with these terms, we are responsible for any
foreseeable loss or damage you suer as a result or from our
Expert Support Terms & Conditions
15
failing to use reasonable care and skill. We do not exclude or limit
in any way our liability to you where it would be unlawful to do so.
When we are liable for damage to your device we will make good
any damage caused by us. However, we are not responsible for
the cost of repairing any pre-existing faults or damage to your
device that we discover while providing the services.
Data Protection
We will always try to retain the integrity of your data during the
repair service, although sometimes this may not be possible
(for example, if your device is too badly damaged or if we need
to format your device or perform a factory reset). Due to this,
any data or information stored on the device shall remain your
sole responsibility and we are unable to accept any liability
for loss or corruption of such data. You should remove all data
that you want to protect and disable all security passwords.
We recommend that you back up your data prior to your repair.
We will only use your personal information as set out in our
Privacy Policy, which can be found at https://www.
carphonewarehouse.com/home/terms-and-conditions/
privacy-policy.html
Nature and Purpose of the Processing
Carphone Warehouse may process Customer Personal Data
(personal data contained within your mobile device) submitted
and stored by you on your device for the purposes of:
• complying with Carphone Warehouse’s legal and regulatory
requirements
• to provide you with Expert Support Services.
Categories of Data
Personal data stored by a customer on their device may include
the following categories of data: user IDs, email, documents,
presentations, images, calendar entries, tasks and other data.
• Carphone Warehouse is a processor of the Customer
Personal Data that may be held on your device under the
GDPR (GDPR is Regulation (EU) 2016/679 of the European
Parliament and of the Council of 27 April 2016 on the
protection of natural persons with regard to the processing
of personal data and on the free movement of such data,
and repealing Directive 95/46/EC);
• You as the Customer are a controller of any Customer
Personal Data under the GDPR
By using our Services, you instruct Carphone Warehouse to
process Customer Personal Data only in accordance with
applicable law:
(a) to the extent necessary to provide the Services and related
technical support; and
(b) as further documented in any other written instructions
given by you.
Security
Carphone Warehouse will implement and maintain technical
and organisational measures to protect your data held on your
device submitted for repair against accidental or unlawful
destruction, loss, alteration, unauthorised disclosure or access.
Carphone Warehouse will take appropriate steps to ensure
compliance with the security measures by its employees,
contractors and Sub-processors to the extent applicable to
their scope of performance, including ensuring that all persons
authorised to process Customer Personal Data have committed
themselves to condentiality or are under an appropriate
statutory obligation of condentiality.
Our Team Knowhow experts are required to enter into a
condentiality agreement and must acknowledge compliance
with, Carphone Warehouse information security and data
protection policies. Team Knowhow experts are also required
to complete information security and data protection training.
Data Incident
If Carphone Warehouse becomes aware of a Data Incident,
meaning a breach of Carphone Warehouse’s security leading
to the accidental or unlawful destruction, loss, alteration,
unauthorised disclosure of, or access to, your data on your
mobile device, Carphone Warehouse will:
a) notify you as a customer of the Data Incident promptly
and without undue delay; and
b) promptly take reasonable steps to minimise harm and
secure your data.
Notications made pursuant to this section will describe, to the
extent possible, details of the Data Incident, including steps taken
to mitigate the potential risks and steps Carphone Warehouse
recommends customer take to address the Data Incident.
Notication of any Data Incident(s) will be delivered to the email
address which you have provided or, at Carphone Warehouse’s
discretion, by direct communication (for example, by phone call).
You are responsible for ensuring that your email address is current.
Customer Security Responsibilities
As a Customer you agree that you are solely responsible for:
a) maintaining the security of the applications you use to
access accounts and applications on your device; and
b) backing up your data.
Impact Assessments
Carphone Warehouse will (taking into account the nature
of the processing and the information available to Carphone
Warehouse) provide reasonable assistance the Customer
in ensuring compliance with any obligations of customer in
respect of data protection impact assessments.
Sub Processors
The customer specically authorises the engagement of
Carphone Warehouse suppliers as Sub-processors meaning third
parties authorised by Carphone Warehouse to have logical access
to and process Customer Data in order to provide parts of the
Team Knowhow Mobile insurance complete protection plan.
In addition, the customer generally authorises the engagement
of any other third parties as Sub-processors.
When engaging any Sub-processor, Carphone Warehouse will
ensure, via a written contract, that:
i. the Sub-processor only accesses and uses your data to the
extent required to perform the obligations subcontracted to it,
and does so in accordance with the applicable Agreement; and
ii. if the GDPR applies to the processing of Customer Personal
Data, the data protection obligations set out in Article 28(3)
of the GDPR are imposed on the Sub-processor; and
iii. Carphone Warehouse remains fully liable for all obligations
subcontracted to, and all acts and omissions of, the
Sub-processor.
Transfer of Customer Data
Some of the organisations we share information with maybe
located outside of the EEA.
Deletion of Customer Data
Carphone Warehouse shall delete your data from the device
or return securely the device processed by it pursuant to this
Agreement provided that Carphone Warehouse may retain your
Personal Data where it is legally required to do so and then only
to the extent and for such period as required by law.
ZZVMTKHMOBILECOM0419
Team Knowhow Mobile Complete protection plans are sold and administered by The Carphone Warehouse Limited (CPW) registered in England and
Wales, No.2142673, registered office: 1 Portal Way, London W3 6RS. The plans include insurance underwritten by Aviva Insurance Limited, registered
in Scotland, No. 2116, registered office: Pitheavlis, Perth PH2 0NH and Expert Support provided by Team Knowhow which is a trading name of CPW.
Calls to 0800 numbers are free from any UK line including a mobile. Calls may be recorded and/or monitored. Prices of calls to either number
will incur roaming charges if calling from abroad. Check with your operator for details.
© Carphone Warehouse is a registered trademark of The Carphone Warehouse Limited. Team Knowhow is a registered trademark of DSG Retail Limited.
Visit
Find your nearest Carphone Warehouse
at www.carphonewarehouse.com/storelocator
Call
To speak to us about your policy or to make a theft & loss claim
call us on 0800 049 0221 or +44 1133 181 518 if calling from
abroad. Lines are open 8am-8pm Monday to Friday, 9am-6pm on
Saturday and 10am-5pm on Sunday.
24/7 Expert Support
Call us day or night on 0800 049 0221 or +44 1133 181 518
if calling from abroad.
Online
Go online to: www.TeamKnowhow.com/insurance/contact
Get in touch for help and support
The expert service partner for
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